Fair handling.
Clear answers.

01Policy scope

We take care when preparing and supplying food. If an order cannot be fulfilled as agreed or an item has a problem, please contact us promptly so that we can identify the order and review the circumstances.

This policy explains the usual process for handling requests. It does not guarantee that every request will result in a refund, nor does it prevent us from providing another appropriate remedy where suitable and lawful.

Our Terms & Conditions provide further information about ordering, collection, delivery and cancellations.

02When a refund may apply

A refund or another appropriate remedy may be considered in circumstances such as:

• An accepted order, or part of an order, cannot be supplied.
• An item is missing from the order.
• You receive an item that is materially different from the item ordered.
• Food arrives damaged, is of unsatisfactory quality or does not meet applicable legal requirements.
• An agreed and material order change has not been reflected in the supplied order.
• A refund is otherwise required by applicable law or agreed with us after review.

Depending on the circumstances, the appropriate resolution may be a refund for the affected item, a refund for the relevant part of the order, a replacement or another remedy that is suitable and lawful.

03When a refund is not automatic

A refund is not automatically available simply because you change your mind after an order has been prepared or supplied. Food that is freshly prepared or liable to deteriorate rapidly may fall within a statutory exception to certain distance-contract cancellation rights.

Whether a cancellation exception applies depends on the product and the relevant legal conditions. It does not remove your rights where food is faulty, unsafe, materially different from its description or otherwise fails to meet legal requirements.

If you selected an item incorrectly, provided an inaccurate address or contact detail, or did not follow the collection or delivery instructions, we will review the specific circumstances rather than assume that a refund is always due or always excluded.

We will not use this policy to exclude a refund or other remedy where the law requires one.

04Cancellations

If you need to cancel or amend an order, contact us as soon as possible and provide your order reference, if available. We will check whether the order has been accepted, whether preparation has started and whether the requested change can reasonably be made.

Once preparation has started or an order has been dispatched, it may not be possible to cancel it. Any cancellation request will be considered in line with the circumstances, the applicable legal rules and any cancellation rights that apply to the order.

If we cancel an accepted order or cannot supply the ordered food, we will explain the available options and arrange any refund that is due.

05How to request a refund

Contact us by email at orders@sauceandspice.shop or use the contact details on our Contact Us page.

For a straightforward review, please follow these steps:

Please contact us as soon as reasonably possible after noticing a problem, particularly for missing items, incorrect orders or concerns about food quality. Prompt notification helps us investigate while the details are still available. This request guidance does not shorten any statutory time limit or remove a right you may have under law.

06Information we may need

To assess a request, we may ask for relevant details such as:

• Your name and a contact method.
• The order reference or other information that identifies the transaction.
• The item or items affected.
• A description of what happened and when you noticed the issue.
• Photographs or other reasonable supporting information, where relevant and available.

Please do not send unnecessary personal information. We will use the information provided to review the request and handle it in accordance with our Privacy Policy.

We may ask reasonable questions where information is needed to understand the issue. The absence of a particular photograph or document does not, by itself, remove a statutory right.

07Review and outcome

We will consider the details provided, the order information available and the relevant legal requirements. Where appropriate, we may contact you to clarify the issue before deciding on a resolution.

Depending on the circumstances, we may offer a refund for the affected item, a proportionate refund for the relevant part of the order, a replacement or another remedy agreed with you. We will explain the proposed outcome.

If we cannot agree on a resolution, you can ask us to review the matter again by replying to our correspondence and explaining what you believe has not been addressed. This does not restrict any rights you may have to seek independent advice or pursue a legal remedy.

08Refund method and timing

Where a refund is due, we will normally return it using the original payment method. Where the law requires a particular refund method, we will follow that requirement. An alternative method will only be used where lawful and appropriately agreed.

Where a statutory refund deadline applies, we will comply with it. For example, certain refunds under the Consumer Rights Act 2015 must be made without undue delay and within 14 days from the date the trader agrees that the consumer is entitled to the refund.

The time it takes for the refunded amount to appear in your account may depend on the relevant bank or financial service provider. We cannot guarantee the exact date on which an external provider will display the funds.

09Delivery charges

If a refund is due for an order that could not be supplied or for which a legal right to a refund applies, any associated delivery charge will be considered in accordance with the circumstances and applicable law.

Where only one item in a multi-item order is affected, the refund will generally be assessed in relation to that item and any other amount that is legally refundable. The appropriate outcome may differ where the issue affects the order as a whole.

Any delivery charges and delivery options applicable to an order will be shown during the ordering process where relevant. We will not apply an undisclosed charge as a condition of receiving a refund where such a charge is not permitted by law.

10Your statutory rights

This policy operates alongside applicable UK consumer protection law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The legal right to cancel a distance order depends on the type of goods and the circumstances. Certain perishable goods and food or drink supplied for immediate consumption may be subject to specific exceptions. These exceptions do not remove other applicable rights relating to faulty, unsafe or incorrectly supplied goods.

Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded, restricted or replaced. If any part of this policy conflicts with a mandatory legal requirement, the legal requirement will apply.

For general information, you can consult the UK Government guidance on accepting returns and giving refunds.

11Contact us

For refund requests, order issues or questions about this policy, please contact us using the details below.